Did you know that most organizations currently rate their Customer Satisfaction Score at 3.8 on a scale of 1-5? That means there is definitely room for improvement. Now more than ever, improving customer satisfaction comes down to appropriate training. With more points of consumer and company engagement like your website, marketing or social media, your front line representatives must be … Read More

Solid and effective communication is the foundation of customer service: the words we use, voice tone, active listening, and non-verbal cues like eye contact and body language convey the messages that we send. But, when we communicate via telephone, we can’t rely on non-verbal cues; that is why Customer Service Phone Training is so important.

Almost every business deals with customers in one form or another; whether internally or externally, in-person, on the phone, or online, your team is providing a service when they manage issues. Your frontline representatives know what they are doing and they’re good at it. But, why settle for good when you can be great?

Hold on To That Balloon! A friend once offered a valuable piece of advice; “hold on to that balloon!” In his view, the dreams, ideas, suggestions, and feelings provided by his team were like little notes, each tied to its own balloon. These “balloons” were offered to him throughout the week. Sometimes, he was busy and couldn’t pull the balloon … Read More

Regardless of the industry you’re in, if you deal with customers, at some point in time you’re going to be confronted with a “difficult” one.But, here’s an important question to ask yourself. “Is the customer actually difficult, or are they merely upset?” Chances are the “difficult” customer is more likely an upset customer, and it’s your job to turn that frown, upside down. The good news is, you can do it in three steps!

When it comes to fixing a breakdown in customer service, many companies tell us they decided to “DIY” it. It’s only later, when they realized that what had started as a minor problem had become part of their company culture, did they seek professional help.

As a manager or business owner, you know that customers are your bread and butter. Serving them with a smile is all you need to do to keep them happy and coming back for more. But what about your employees, do they need a refresher course in politeness? You can teach them that!

You know what good customer service looks like, so it’s time to roll up your sleeves and deliver a customer service training skills class to your staff… how hard can it be? You don’t need to hire anyone, you’ve got this!